Technical Support Supervisor
About The Position
The Technical Support Supervisor oversees daily activities of the technical support team to ensure client and operational issues are handled accurately, consistently, and within established service expectations. Reporting to the Support Team Director, the supervisor coordinates team workload and coverage, provides day-to-day coaching, supports escalated issues, and reinforces support procedures to help maintain reliable retail technology operations. The role coordinates ticket assignments, priorities, queue coverage, and follow-up; monitors support activity and service risks; assists with escalated issues; maintains support procedures and knowledge resources; and contributes to onboarding, cross-training, and team development. The supervisor maintains working knowledge of supported technology and helps coordinate coverage across time zones, including after-hours escalations when required by business needs.
Requirements
- High school diploma/GED or equivalent experience; a combination of education and relevant experience sufficient to perform the role is acceptable.
- At least 3 years of related experience.
- At least 3 years of experience in technical support, customer support operations, IT support, or a related field.
- At least 3 years of experience monitoring ticket queues and service levels, and experience supporting retail technology, distributed sites, hardware deployments, or field service operations.
- Experience leading teams responsible for technology operations, application support, systems administration, business application administration, or related IT operational services.
- Knowledge of complex, integrated business applications, enterprise systems, and/or technology platforms that support business operations.
- Understanding of standard IT and business process disciplines, including change management, problem management, work prioritization, quality assurance, documentation, and continuous improvement practices.
- Ability to supervise daily operational work, assign priorities, monitor progress, and support timely completion of team deliverables.
- Ability to analyze operational issues, identify trends, interpret information, and support resolution using established guidelines, procedures, and precedents.
- Client relationship management and collaboration skills.
Nice To Haves
- Associate's degree in a technology-related field.
- Bachelor's degree in a technology-related field.
- At least 3 years of prior supervisory or team-lead experience.
- At least 2 years of equivalent combination of training and supervisory/team-lead experience.
Responsibilities
- Oversee daily support activities by coordinating ticket assignments, workload priorities, queue coverage, and follow-up to help ensure requests are addressed within established service expectations.
- Provide day-to-day guidance, coaching, and feedback to support personnel, and reinforce team procedures, service standards, and consistent communication.
- Monitor the manual review queue and support activities to identify overdue requests, recurring issues, workload imbalances, and service risks; bring significant concerns to the Support Team Director.
- Assist with escalated client, shopper, and operational issues by coordinating investigation, troubleshooting, documentation, and communication with appropriate technical teams.
- Help maintain troubleshooting guides, support procedures, and knowledge resources; identify opportunities to improve consistency and recommend process changes to the Support Team Director.
- Assist with onboarding and cross-training, share technical knowledge, and identify team training needs to improve quality and coverage.
- Maintain working knowledge of supported hardware, software, network connectivity, and system workflows to guide technicians and assist with troubleshooting when needed.
- Support coverage across relevant time zones and participate in after-hours escalation coordination when required by business needs.
Benefits
- Medical, dental, vision, and life insurance coverage starting on day one.
- Six free sessions each year with a licensed therapist.
- 18 paid time off (PTO) days annually for full-time employees, prorated based on employment start date.
- Six company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
- Employee discounts.
- Tuition reimbursement.
- Student loan refinancing.
- Free access to financial counseling, education, and tools.
- Maternity support programs and nursing benefits.
- Up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
